81% Say They’ve Experienced Slow Retail Site/App Frustration
76% Say They Tend to Avoid Shopping at Poorly Performing Sites/Apps Again
Half Are Even Less Likely to Visit a Retailer’s Physical Store After a Negative Experience with their Site/App
Pre-Holiday Survey Underscores Importance of Fast, Available Websites, Mobile Sites and Native Apps and the Impact on Sales, Brand Image
New York, NY – (November 22, 2016)
Eighty-one percent (81%) of frequent online shoppers say they have previously been frustrated with slow-loading websites, mobile sites or native mobile apps, with over three-quarters (76%) saying if a retailer’s website or mobile site performs poorly they tend to avoid shopping there again.
This Catchpoint-sponsored survey was the second of a two-part survey conducted online by Harris Poll November 1-3, 2016 among 2,064 U.S. adults, focusing on the 1,361 consumers who are frequent online shoppers (67%). This is defined as Americans who shop online at least once a month.
The negative business impact of slow or unavailable retail websites, mobile sites and native mobile apps was further reinforced with the survey finding that half (50%) of frequent online shoppers say they are less likely to visit a retailer’s brick-and-mortar store if they
have a negative experience shopping on its website or mobile app.
“With more physical stores closing and more shopping moving online, consumers’ brand awareness of retailers is informed through
their digital interactions,” comments Mehdi Daoudi, CEO and Co-Founder of Catchpoint, which helps companies monitor the performance of their digital assets. “A fast, always-available site strengthens brand perception, while patterns of slowness or unreliability have the opposite effect.”
Other core results from Part 1 of Catchpoint’s Holiday Survey of frequent online shoppers:
More than one in five (21%) say they will wait no longer thanfive seconds for a website, mobile site or mobile app to load before abandoning the page
Seventy-nine percent (79%) say they would abandon the checkout process if it took two minutes or more to attempt to complete a transaction
More than half (54%) say they have shopped on mobile devices this year more than in the past
Over half say they would be willing to wait longer than usual during the checkout process if free shipping (65%), coupons (57%) or bargains (62%) were available
Thirty-three percent (33%) prefer to shop with retailers that offer a mobile app to ones that only have a website or mobile site
“As ecommerce matures, the digital experience has become the critical customer service parameter,” says Daoudi. ”Retailers are being pressured to deliver features, speed, availability and reliability. Missed expectations can have far reaching consequences to their business results.”
Catchpoint is offering a free handbook for organizations interested in delivering the best online shopping experiences. Click here to download Your Guide to Holiday Shopping Readiness.
Methodology: This survey was conducted online within the United States by Harris Poll on behalf of Catchpoint Systems from November 1-3, 2016 among 2,064 U.S. adults ages 18 and older, among whom 1,361 shop online at least once a month. This online survey is not based on a probability sample and therefore no estimate of theoretical sampling error can be calculated. For complete survey methodology, including weighting variables, please contact Catchpoint’s U.S. press contacts.